Worked in a hybrid role assisting the Product and Engineering teams. Worked on resolving technical debt by grooming the backlog and escalating priority issues, and building out test cases for in-sprint QA as well as regression testing.

As one of the first hires, my main focus was to build out the entire Customer Support team and convert our training team into CSM's. I accomplished this by establishing the process of how we measure and report churn, creating procedures, and leading the newly formed teams. This culminated in a successful acquisition and investment in 2020 by a strategic equity firm, which has spurred additional business and product growth. Notable achievements in this role was a +10% reduction in logo and revenue churn, leading to a net ARR retention rate of over 110%.